Podcast
Questions and Answers
What is the acronym that represents the four dominant service characteristics under the traditional services marketing paradigm?
What is the acronym that represents the four dominant service characteristics under the traditional services marketing paradigm?
- HIIP
- PHIS
- IHIP (correct)
- SHIP
Which of the following is NOT a component of emotional labor?
Which of the following is NOT a component of emotional labor?
- Variety of expressed emotions
- Frequency of emotional display
- Attentiveness to required display rules
- Emotional Intelligence (correct)
What is the primary goal of a leader according to Warren Bennis?
What is the primary goal of a leader according to Warren Bennis?
- To manage efficiently
- To delegate tasks
- To make decisions quickly
- To lead the organization to achieve a common goal (correct)
What is the term used to describe the process of deploying one's emotions in the service of the organization?
What is the term used to describe the process of deploying one's emotions in the service of the organization?
According to the Ritz-Carlton service values, what is the highest mission of the organization?
According to the Ritz-Carlton service values, what is the highest mission of the organization?
What is the primary focus of the Service-Dominant Logic (S-D Logic) approach?
What is the primary focus of the Service-Dominant Logic (S-D Logic) approach?
What is the term used to describe the process of creating focus and envisioning the organization's future?
What is the term used to describe the process of creating focus and envisioning the organization's future?
Which of the following is a type of power that a leader may possess?
Which of the following is a type of power that a leader may possess?
What is the term used to describe the process of generating genuine emotions in service delivery?
What is the term used to describe the process of generating genuine emotions in service delivery?
What is the primary goal of effective leadership according to Warren Bennis?
What is the primary goal of effective leadership according to Warren Bennis?
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